ComplaintsforKesslers Diamonds

• Initial Complaint

  02/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an engagement ring and informed the saleswoman the size needed was a **** to 11. The has arrived after the 6 week wait and is a size 7 which will not fit my soon to be fiance. Upon pickup I noticed the error and informed the person behind the counter. I was told to take the ************** it back later to have it resized. A couple hours later I called kesslers and explained that I can't leave the country on vacation and propose with a ring that I'm not going to be able to put on my finances finger. They stated they could possibly take it up 3 sizes which likely wouldn't be enough and should bring it back in so they could look at it. Upon arrival the manager looked st the ring and informed me that it could only be resized up one size to an 8. I asked if there was a way they could work with me but all they tried to do is essentially sell me a different ring and told me there is nothing they will do to help me put with the current ring. They won't take it back which I understand but they wouldn't give any break on having to reorder it or anything. I was told that they wouldn't do anything other than reorder it or sell me a new one. I work for my families 250 million dollar per year construction and service business with over 600 employees and ****** customers per year we understand that there are misunderstandings on the customers end but we also understand that there are mistakes on our employees end. When that is the case we find at least a middle of the road solution with the customer instead of telling them to get lost.

  Business response

  02/16/2023

  Our store leader has made several attempts to contact this client upon receiving this complaint and at the time of this written response, we have not received a returned email or call.  We would be happy to accept the merchandise back and give this customer their full refund on this purchase.  I am unsure if this is what the client wants as the request we received from the client was to discount the product or future products as a result of the misunderstanding.  Our team in Appleton never received the request to return the product and would have been happy to accept the return. 

  We have limitations on how much we should size rings as it impacts the integrity of the piece.  There was a miscommunication on what size was to be ordered.  We thought the client understood that we would order a stock size 7 that could be used for the proposal and then get the couple back into the store to ensure the proper size was ordered after we were able to size the finger.  This is a common solution we present to clients when there is uncertainty around the finger size.  There is additional uncertainty around finger size when the recipient is being sized in another country as our understanding here. 

  We were and are willing to reorder in the estimated size at no charge with the recognition that it would not be back in time for the proposal or provide a different ring at the estimated size that could be used for the purpose of proposing.  Generally speaking, we prefer to have the client in the store so that we can ensure the proper size of the ring and that was not possible in this situation.  We sincerely apologize that the options presented did not satisfy this client and would reiterate our willingness to accept the merchandise back in return for a full refund.

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